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Interview Guide Basic Information: [1 min] Age | Gender | Location Product as a

Interview Guide Basic Information: [1 min] Age | Gender | Location Product as an Option, Likes & Dislikes Q. What made you look for a new car? Q How did you come to know about leasing? Q. How did you come to know about Mahindra Finance and its leasing service? Q. What benefit of leasing did you like the most which made you enquire about it? Q. And you aren’t looking to lease the product now, correct? Q. What prevented you from finally going in for this option? (Were you looking for something specific in the lease that you didn’t get from our side?) Q. How much would you be willing to pay in rental EMI as compared to monthly loan EMI for 5yr? Q. Salaried or Self-employed? Value Proposition Q. How long were you looking to rent the vehicle for? Q. How cheaper should the rent have been for you to consider taking a lease over a loan? Q. If you are a business owner or self-employed, did you know you could claim GST deduction on lease? Mahindra Finance as Service Provider Q. And you did talk with our representative from Mahindra Finance. Is there anything you would like for us to improve on (or not satisfied with)? Q. Was the response time good? Awareness Generation Question: [3 min] Q. Do you know about any other company that does leasing? Q. Did you compare quotes between these leasing companies? Other details: [1 min] - Anything else you rent? - Do you have a transferrable job that requires you to move one city to other every 2-3 years? - Avg. years of Use per Car? 1. Why do they wish to take vehicle on lease?  Reason 1: They thought it would be cheaper or comparable to loan (most common)  Reason 2: Because of Covid, want to avoid public transport (common)  Reason 3: Tax benefits associated with Lease (common)  Reason 4: Damage and maintenance on the vehicle would be taken care by the lessor (sometimes)  Reason 4: In transferable job, didn’t want the hassle of selling the car (sometimes) 2. How did they come to know about Leasing  Newspaper articles in print and on web.  Corporate Leasing Policy of their company  Once they found about leasing from the above points, they then web-searched for individual leasing company’s and OEMs that are in this space. 3. How much do they know about leasing  They know about maintenance inclusions and next to zero down-payment  They know that there are many players offering leasing. They are sourcing multiple quotes however no one is taking lease from any other players but are rather going in for loan  Corporate customers have an idea about tax benefits. SMEs don’t have an idea about tax benefits 4. Do they have any cars earlier taken on lease  No they haven’t  For many a lease would have been their first car 5. What was their requirement while they wanted to take car on lease  To avail tax benefits  Mobility solution for less than 2 years (because of Covid)  Low down payment 6. How was their experience with Mahindra Finance  People who recollected interaction with Mahindra Finance said that the representatives did a good job (on explaining lease, providing quote, TAT)=  When customer mentions that they will get back, a follow-up from Mahindra Finance’s end will still be required.  Prompt follow-ups and quotes by Mahindra Finance, which isn’t the case with other lessors 7. Were they satisfied with the response time from Mahindra Finance  Satisfied 8. Why didn’t they take vehicle on lease from Mahindra Finance  Roughly 90% found lease rental to be too high as compared to loan,  Out of the above 70% went in for loan  Out of the above 15% went with corporate lease (in accordance with their company’s policy)  Remaining were split between those who those who didn’t want to invest money anywhere in Covid 9. What were those things which were not satisfied by MMFSL  Rental price is major concern  Interaction also threw up that some customers were wrongly bucketed as individual lease, when they were business owners. Such customers didn’t know tax benefits are available to them. uploads/Finance/ location-interview-guide-basic-information-1-min.pdf